Avaya Solutions Help Leading Medical Supplier Expand Customer Service and Sales

SANTA CLARA, CA--(Marketwired - December 06, 2016) - When the largest supplier of disposable medical products gets a call from a customer for supplies, rapid response and delivery is mission-critical. When Byram Healthcare needs the reliability and capacity to efficiently manage approximately 300,000 calls per month, the company looks to Avaya for its highly demanding environment.

Byram Healthcare set the stage for its next level of growth by upgrading its foundation with Avaya Networking to get the gigabit capacity in the data center and 100Base-T at the edge network to connect 26 locations across the US, including 19 contact centers. The flexibility of Avaya Networking allowed the company to phase in the new and phase out the old without disrupting ongoing operations. The new network was more than adequate to allow Byram to add Avaya Unified Communications and Contact Center solutions for a highly reliable platform on which to expand and improve customer service.

The company's customer service needs are highly complex: in addition to operating multiple contact centers staffed by 600 agents who receive millions of calls received annually, the company has seven therapeutic product categories -- each of which involve several customer service functions. The Avaya Contact Center provides the speed, flexibility and level of integration that enables all the moving parts to work together efficiently, including the integration with the company's ERP system.

With Avaya, Byram gained significant benefits, including:

• Substantial savings on equipment, software and staff time
• High network reliability and scalability
• Ease of management
• Extensive self-service capabilities (via IVR)
• Agile agent functionality and greater productivity
• Enhanced supervisor capabilities
• Comprehensive reporting
• Extended contact center hours
• Business continuity during emergencies
• Significantly lower wait and transfer times
• Optimized customer experience
• Contact center is a vital revenue-driving asset

Avaya channel partner, SPS, sold and delivered the Avaya solution to Byram Healthcare.